Customer Service Representative

3 days ago

Pasco, Washington, United States Columbia Basin College Full time
Job Summary

Columbia Basin College is seeking a highly skilled and customer-focused individual to join our Hawk Central team as a Customer Service Specialist 3. This role is responsible for providing exceptional support to prospective and enrolled students, ensuring their needs are met with professionalism and responsiveness.

Key Responsibilities
  • Provide customer service via face-to-face, email, and web-based methods, handling general to complex inquiries, transactions, and customer service problems.
  • Interpret and apply knowledge of applicable policies and procedures to provide courteous and professional customer service.
  • Assist students in navigating through admissions and registration, understanding financial aid processes and eligibility decisions, and explaining account charges and payment plans.
  • Communicate admission policies and processes to prospective students, staff, and community members, and assist with application processes as appropriate.
  • Process incoming student forms, documents, and other information necessary to complete transactions and processes.
  • Inform students of collection policies and procedures and work with Accounting Services to resolve account issues.
  • Handle complex, cross-departmental student issues and facilitate resolution for students and departments within established guidelines.
Requirements
  • Associate's degree or equivalent education from a regionally accredited college or university.
  • Three (3) years of experience providing assistance to customers regarding inquiries, complaints, or problems.
  • Advanced proficiency in Microsoft Office.
Preferred Qualifications
  • Bachelor's degree from a regionally accredited college or university.
  • Two (2) or more years of experience working in higher education.
  • Bilingual and biliterate in English and Spanish.
Skills and Abilities
  • Customer Service: Commitment to providing exceptional customer service to students, faculty, staff, and external constituents.
  • Attention to Detail: A thorough approach to work, ensuring accuracy, precision, and high-quality output in all tasks.
  • Communication Skills: Effective interpersonal communication abilities to convey information clearly and concisely to students, faculty, staff, and external stakeholders.
  • Technology Proficiency: Proficient in utilizing various technologies, including office productivity software, learning management systems, and other educational technologies relevant to the position.
  • Adaptability/Flexibility: Ability to adapt to changing circumstances, handle ambiguity, and adjust priorities as necessary in response to evolving institutional needs or external factors.
  • Leadership (informal): Capacity to inspire and influence peers, demonstrate initiative, and take ownership of tasks or projects within a team setting.
  • Decision Making: Strong analytical skills and sound judgment to assess complex situations, weigh alternatives, and make strategic decisions that align with the college's mission, values, and priorities.
  • Professionalism: Demonstrates tact and respect when interacting with others, maintaining composure under pressure.
Terms of Employment

This is a full-time classified staff position. This position is overtime eligible and the typical work hours are Monday through Thursday from 7:15 a.m. to 4:45 p.m. and Friday from 7:00 a.m. to 12:00 p.m., however, must be available to work a flexible schedule when prior notice is given by the College.

This position is available immediately.

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

Additionally, pursuant to RCW 28B, applicants must declare whether they are the subject of any substantiated findings of sexual misconduct in any current or former employment or are currently being investigated for, or have left a position during an investigation into, a violation of any sexual misconduct policy at the applicant's current or past employer.

**Please note that selected interview candidates will be subject to supplemental testing that will measure skills and abilities related to this position (e.g., Communication, MS Office Simulation [Excel, PowerPoint, Outlook, and Word], Customer Service, etc.).

CONDITIONS OF EMPLOYMENT:
In the interest of providing a healthy, safe and secure educational and work environment and in order to meet the requirements of federal legislation, it is the policy of Columbia Basin College to maintain an alcohol and drug-free workplace for our employees and students.

If you are hired, you will need to provide proof of identity and documentation of U.S. citizenship or appropriate authorization to work in this position as required by the Immigration Reform Control Act of 1986.

CBC is an equal opportunity employer and complies with the letter and spirit of all federal and state laws. CBC encourages applications from qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or other legal protected characteristics. Candidates who need any accommodation in the application process or in employment should contact the Office of Human Resources.

OTHER JOB ELEMENTS:
The physical demands and work environment characteristics described below are representative of those that must be met and may be encountered by an incumbent when performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

PHYSICAL DEMANDS:

While performing the duties of this position, the employee is frequently required to sit, stand, bend, kneel, stoop, communicate, reach and manipulate objects. The position requires mobility including having the ability to move materials on a regular basis such as files, books, office equipment, etc. and travel between buildings on campus. Manual dexterity and coordination are required to operate equipment such as computer keyboard, calculator, and standard office equipment.

WORKING CONDITIONS:

Usual office working conditions. The noise level in the work area is typical of most office environments with telephones, personal interruptions, and background noises.

UNION CLAUSE:
This is a bargaining unit position represented by the Washington Public Employees Association (WPEA). Internal promotional, transfer and voluntary demotion applicants who have skills and abilities to perform the duties of the position will be considered prior to consideration of other applicants.

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